WALTER GRIFFIN

**** ******* **** ****** *********, GA 30813 Cell: 706-***-**** adcr6g@r.postjobfree.com

SEMI-RETIRED

An accomplished dynamic leader with extensive experience in achieving profit/loss targets while maintaining the highest standards of professionalism and business ethics. Well known as a professional leader with an impeccable reputation for delivering results, customer solutions, and building employee relations.

Very proficient at building and managing successful strong teams by incorporating key leadership skills to maximize workforce talents in achieving organizational goals. A high performance oriented leader with over 20 years of experience in customer service, sales, operations, telecommunications, field service repair, problem-solving, conflict management and change management.

HIGHLIGHTS

Revenue Improvement: Boosted revenue growth 7-10% YOY while successfully identifying new opportunities to reduce costs and risk.

Customer Satisfaction: Routinely improved on monthly customer satisfaction ratings resulting in a higher percent of keeping products in the home thereby lowering the return and exchange rate.

Delivery: Successfully improved the quality and ratings of product delivery by reducing delivery damages and improving delivery arrival times.

Turnover: Reduced turnover at multiple locations by improving communications and morale, which also helped improve profits and reduced shrinkage.

Warehousing: Productively reduced warehouse overstock in order to improve just in time (JIT) inventory and delivery completions.

Change Management: Successfully managed the implementation of new product expansion (home furnishings), its introduction training, and sales techniques.

Training Skills: Trained well over 8000 customers worldwide while consistently receiving high ratings. Noteworthy, the average attendance fee per session was $1500 dollars per customer.

Communications: Developed and motivated team members by performing in a coaching role.

SPECIALTIES

Leadership Operations Management Team Management and Development Presentations

Shipping and Receiving Customer Engagement Change Management Conflict Management

P&L Management Mentoring and Coaching Planning and Organizing Marketing

Communications Interpersonal Skills Train the Trainer Lecturing

WORK SKILLS

Closing Sales Computer/iPhone/Technology Customer Service In-Home Delivery Training

In-Home Sales Facilities Maintenance Internet Sales/Fulfillment Power Equipment Data Collection

Stocking Project Management Property Management Warehousing Goal Settings

Blueprints Cash/Money Handling Merchandising (Resets, Planograms) Credit Card Applications

Adaptability

PROFESSIONAL EXPERIENCE

HHGREGG, Indianapolis, IN May 2007- May 2017

HHGREGG was a nationwide electronics, appliance and furniture retailer with over 5000 employees until closing its doors in May 2017. My assigned functions were driving sales, managing operations, staffing, and customer service.

Assistant General Manager

Demonstrated a solid commitment to managing customer service, operations, warehousing, and delivery processing.

Consistently reached monthly targeted profits and loss goals.

Provided leadership, and managed developmental training while cultivating two of the company’s top sales associates.

Improved YOY sales 7-10%.

Reduced operations cost to an average 2% below budget.

Improved warehousing operations by streamlining procedures, and condensing thousands of dollars of overstock merchandise to a manageable level.

Exhibited regularly on time attendance for all scheduled shifts.

Sears, Augusta, GA May 2004 – May 2007

Sears is a nationwide multi-product retailer. My function was selling major appliances and electronics.

Sales Consultant Associate

Provided top quality customer service, which far exceeded that of our competitors.

Held training and motivational talks with store employees in securing home improvement sales leads.

Increased sales total by improving staff education for Home Improvement Leads Program.

Consistently met or exceeded company-established goals for sales associates.

Janitorial Express, Inc., Garland, TX January 2001 – May 2004

Janitorial Express, Inc., a professional building maintenance corporation, had multiple business types and locations as part of its holdings before ending operations.

CEO - Owner

Primarily, I defined and established strategic focus, annual business plans, and marketing objectives. Secured and managed contracts for professional building maintenance services with key corporations in target markets. Identified, solicited, and negotiated partnership alliances and capital investments.

Managed the daily operations of this building maintenance corporation.

Created three startups centered on entertainment, facility maintenance, and Internet Marketing.

Managed 15 locations.

Successfully managed AP/AR without any conflict or outside collection initiatives.

Alcatel/Lucent University, Plano, TX December 1989 – November 2001

Alcatel/Lucent, now Nokia is a major manufacturer of telecommunications technology and a world-renowned research lab. My main function was to supervise a staff of 50 plus technical instructors and developers, and manage campus operations among many other unsupervised tasks.

Manager of Instruction/ Master Instructor

Successfully maintained staffing, staff development, and work schedules.

Self-certified to teach over 20 different systems and theory courses when needed.

Served as an active permanent member of the Quality Barrier Removal, Total Quality Management, and Process Review Teams.

Successfully guided the development of remote training programs to increase profits, and reduce customers operating cost.

Established by example key performance standards for instructors’ course ratings.

Consistently received yearly bonuses for reaching departmental revenue goals and cost reductions.

Increased profits by creating techniques and methods to deliver hands-on training, and seminars to customer’s locations which improved customer relations, increased class capacity and decreased customers' cost for training.

Created cross-training program for instructors in order to improve and maximize the organization’s performance and reduce staffing requirements.

Successfully taught scheduled classes and filled in when other instructors were absent. Certified to teach all cataloged courses.

Helped as a technical and training adviser with closing multi-million dollar deals in Mexico, Germany, Switzerland, Bellsouth (Verizon), PacBell, and others.

MCI Communications Group, Richardson, TX Training Supervisor / Senior Instructor, June 1984 to December 1989

Self Employed Contractor, January 1984 to June 1984

US Army, Ft. Gordon, GA., Site Chief / Primary Instructor / Strategic Systems Repairman (29T / 33Y), August 1974 to January 1984

As an instructor, taught microwave radio, multi-channel communications systems, and secret encryption systems.

Managed telecommunications services and training for nuclear arms communication site. While enlisted awarded numerous medals, and ribbons for top-level performance.

High School, May 1974

Awards:

National Defense Service Medal, Army Service Ribbon, Overseas Service Ribbon, Army Commendation Medal, 3 Good Conduct Medals.

EDUCATION

Colorado Technical University

Bachelor of Science in Business Administration (Management) (3.75/4.0) Graduated Magna Cum Laude

Associate of Science in General Studies (3.88/4.0) Graduated Highest Honors.

Colorado Technical University Certificates

Professional Communication Certificate Accounting Certificate

Sales and Marketing Certificate Business Fundamentals Certificate

Project Management and Planning Certificate Human Resource Development Certificate

Personal Development Training:

Stress Management Management Principles Project Management Cultural Awareness

One-Day Management Five-Minute Manager Instructor’s Management Conflict Management

Training Management Performance Plus Management Practical Management Change Management

Customer Satisfaction Instructor Certification Training Race Relations Business Writing

Diversity Staffing

Membership - Clubs:

Technology Community Club Business and Management Community Club

Military Community Club Career and Services Club

Military Training:

Radar Repair Course Microwave Radio System Repair Mil Standard Soldering Class

Logic Circuit Repair Encryption Equipment Repair

DC/AC Power Plants Data Transmission

Circuit Board Repair US Army Instructor's Training Course

Courses I Taught:

Strategic Microwave Radio Repair Digital/Data Transmission

Alcatel Tandem Switch Maint Course Alcatel STP/SCP Course

Alcatel A1000 Soft switch Litespan 2000 OLC

SS7 Protocol Lightwave Transmission

STP Traffic Engineering STP Equipment Engineering

Motorola Wireless Tandem Digital Terminal Technician

Alcatel Digital Radio (DS1/DS3) MAN, WAN and LAN Networks

ATM Switches Ericsson Digital Radio Systems

Northern Telecom Digital Radio Collins Digital Radio

Northern Telecom Digital Muldem Collins Rockwell Digital Muldem

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